Tuesday, July 29, 2008
Synergent Technology Services continues taking steps to ensure that its credit union partners receive the service they need to successfully employ and maintain the Episys core processing platform, and keep credit union operations running smoothly. A total restructure of the support staff has set the stage for this advancement. Account Relationship Management Teams, or "ARMs" of Support Representatives, Analysts, Conversion Analysts and Account Relationship Managers are now in place, working to support the growth of credit unions. These teams each support a set amount of credit unions, selected by the technical requirements of the credit union and the products and services that they want to provide in the future. Gary Glenn, Senior Vice President of Synergent, said that this organization allows credit unions to receive service customized specifically to their needs. "This provides the credit union with a group of people that understand their specific business model, and are focused on helping the credit union thrive," Glenn said.
According to Nick Chasse, an Implementations and New Account Relationship Manager, the teams' efforts have been met with an overwhelmingly positive response. "The credit unions are extremely happy with the restructure of CU Support and working with assigned Support Teams. They praise us for almost always having an answer when they call and if not, shortly thereafter," he said.
This was illustrated during a routine visit with Maine Highlands FCU, in Dexter, Maine. Diane Parola, VP Marketing/Business Development for Maine Highlands FCU, explained that credit union employees greatly benefit from the way their ARM team works together, drawing on each member's expertise to offer personalized service. "Having our team make regular visits to our credit union allows us to relay our concerns in a more personal setting. When explaining an issue, they are quick to understand, and patient when they guide us through various processes. Our recent meeting served to clear up pending open tickets as well as resolve issues with online banking. Many of our questions were answered before they left," she said.
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